Changing Mindsets to Change the Future in Business Process Services Industry
Topic: Changing Mindsets to Change the Future in Business Process Services IndustryTeam name: Kalpa BrukshyaTeam memberDebi Prasad Dash 9699719818 firstname.lastname@example.orgSCMHRD, Pune
Issues:1. Most of the BPO process involves repetitive work. But customers are looking to receivemore than repetitive work, means beyond what is written in the SOP (Standard operatingprocesses).2. Managers and leaders should think beyond SLAs’ through adding value in the project notonly working for simple cost driven arbitrage.Proposed Solution:How it will Work? As the first step towards data collection, company has to collect the data related to responseand feedback from all the stake holders of the project after 30 days of the project starting.Stair Case Model (Incremental SOPs) As we know, SOPs are constant for aproject till the end of the project forany BPO, so no service levelincrement is expected. But as per our solution, the SOPs canbe modified after a particular timeinterval considering differentfeedback and Reponses. Then the data should beanalyzed using Dataanalytic tool and properreference to be finalized.From which new valueadditions can be inferred. Considering theOperational and financialfeasibility, this Valueaddition will be tested andwill be approved by theclient only. Finally after the addition ofthis with old SOPs, newSOPs will be formed. This process is a cyclicprocess till the end of theproject.(To give an idea about implementation, here we tookthe example of BFSI domain, in the Annexure page)
Challenges: How it can be implemented using existing knowledge pool and tapping the existingmanagerial talent? What forms of organization design changes would be required? What would be the critical success factors for achieving this?Implementation:Resource Management: One or Two person can be recruited for the data analytics, who will analyze the abovecollected data to check its feasibility to form additional SOPs. As a group these 4 or 5 people will work as an independent team without any hierarchy. For approval and implementation this team will take independent decision co-coordinatingwith Project Manager and client organization.Critical Factor to Success:1. Availability of Data: the response or feedback should be available easily.2. Faster Execution: The time period for Data analysis and new SOP formation should beas minimal as possible. Ideal time should be 1 month for one cycle.3. Faster Acceptance of New SOPs by the Client Management: Client should accept thenew value additions sooner to decrease the implementation time lag.4. Support Infrastructure: As the team size per project is very small, Company can affordinfrastructural support of the team for implementation of this strategy.5. Managerial Support and Incentive to Employee: This will motivate the employee tounderstand customer satisfaction as one of the major parameter for deliverable. From the Associates, whoimplements project,considering their experiencein the same project 3 or 4persons can be chosen for thevalue innovators group. They will start the datacollection work from all thedirect and indirect sources.
AnnexureConsidering the BPO process for BFSI domain for BaNCs, We gave an example of SBI. Heredata can be collected from SBI employee, TCS PROJECT employee and End consumers throughsocial media and direct feedback or company portal and other medium of communication.Post collection, data should be filtered and analyzed. Using data analytics New SOPs will beformed. After formation of new SOPs it should added to older one and will be forwarded forgetting approval from SBI. After approval the team will proceed with implementation.ReferenceBooks Referred: Data Reduction Techniques, Ranjan Agarwal, A.R. Rao, IASRI Sentiment Analysis: A Combined Approach, Rudy Prabowo, Mike Thelwall, School of Computing andInformation Technology, University of Wolverhampton, UK Opinion mining and sentiment analysis, Bo Pang, Yahoo! Research, U.S.A., Lillian Lee, ComputerScience Department, Cornell University, U.S.A.Process Observed:1: WIPRO SPECTRAMIND 2: INFOSYS BPO3: GENPACT 4: COGNIZANTSources Used:http://www.bposolution.net/http://www.bposolution.net/